SHIPPING POLICY
The Big Green Egg Store accepts and ships orders from customers within the United States. Orders delivered in the US cannot be sent to a PO Box, APO or AFO address. Orders from customers outside the US may be placed on the correct Big Green Egg website for the corresponding nation.
The Big Green Egg Store offers several domestic shipping options and most available items ship the same day if the order is received by 3PM Eastern Time. Shipping charges and sales tax will be shown before an order is finalized provided that the ship-to postal code is correct. If an item is not available, it will be shipped when it becomes available unless you contact us at (404)-EGG-HEAD [404-344-4323] to cancel the order.
Smaller items from the merchandise store will ship from one of several conventional package shipping sources: FedEx, US Postal Service or UPS. Larger items such as Big Green Eggs and EGG Packages may be delivered and set-up from local Big Green Egg dealers or distributors. Once you have purchased a Big Green Egg Package, a local EGGspert dealer will contact you and schedule your delivery (and assembly if you choose the $125 white glove assembly option) within three (3) business days. In some cases, assembly may happen offsite before delivery. Delivery and White Glove Assembly apply to standard, easily accessible housing or Egg placement locations. Additional fees may apply based on special requests, such as remote areas, stairs, or non-standard assembly locations. We recommend considering your housing, preferred Egg location, and any other accessibility or special factors, such as HOAs or building codes, before ordering. Customers can select their preferred delivery method from our online store.
After an order is submitted, you will receive an e-mail confirmation. You will receive another e-mail confirmation after the order has been shipped. To check the status of your order’s shipping information, be sure to check your email for the tracking number on your Shipping Confirmation.
SALES TAX (UNITED STATES)
Sales tax is added to most US orders. Big Green Egg collects and pays sales tax to most US states.
CANCELLATION POLICY
Orders may be canceled before shipment by contacting our customer service department at (404)-EGG-HEAD [404-344-4323] . Our orders usually ship within a day, therefore you must call as soon as possible to cancel the order. You can cancel your Egg package up to 48 hours after placing the order or until the Egg package is dispatched for delivery. Please do not request cancellations by e-mail or fax.
RETURN/REFUND POLICY
Big Green Egg Merchandise items are apparel, bar and kitchen, accessories, signage, holiday and specialty items purchased on shop.biggreenegg.com. Simply email your return request with name and order # to [email protected]. You may return any merchandise item within 60 (sixty) days for refund, store credit if you signed up for an account at shop.biggreenegg.com, or exchange if it is in “resalable” condition. This policy does not include items that have been washed or worn, and it does not include EGG Packages, which have their own return policy. The return/exchange form must accompany all returns. Refunds will be made in the same form as the original payment. Return shipping cost is covered by Big Green Egg, up to $10.
Send all returns or exchanges to:
Big Green Egg
Attn: Returns
3786 DeKalb Technology Parkway
Atlanta, GA 30340
It is recommended you send all returns back via USPS. Send your package insured and postage paid. No credit or refunds for any merchandise returned after 60 (sixty) days from purchase. No refunds for original forwarding shipping charges, including refused packages and shipments.
EGG Packages are items purchased on shop.biggreenegg.com and delivered through the Big Green Egg network of authorized dealers. Simply follow the instructions on your Big Green Egg Order Confirmation email, or email your return request with photographic validation and your order number to [email protected]. No returns or exchanges will be accepted after 45 (forty-five) days of purchase. All returned eggs must be in new and unused condition, and Big Green Egg will require photographic validation of condition prior to return approval. EGG package refunds are subject to a $150 re-stocking fee, deducted from your refund.
Returns are usually processed within 3 (three) business days of receipt. Please allow additional time for processing during holiday seasons. A confirmation email will be sent when the return is processed. If exchanging other items, a confirmation email will be sent when the new order is entered. Once the return request and photos have been submitted and approved, BGE customer support will contact the distributor or dealer. The dealer will contact the customer to arrange a date and time for pickup. Once the Egg package has been returned to the dealer’s location (by pickup or delivery) and there is final verification that the Egg is back in possession, a refund can be processed. Please note, it can take a few days to process through the payment platform. It often takes a customer’s financial institution a few additional days to post the refund into their account.
For warranty claims or concerns after delivery, view our warranty policy https://biggreenegg.com/warranty/, by contacting a local Big Green Egg dealer, or by emailing [email protected].